Cisco Cisco Computer Telephony Integration OS 8.5 Developer's Guide
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CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
Release 8.5(3)
Chapter 4 Building Your Application
Building Supervisor Applications
To monitor a call, the supervisor calls the Agent.StartMonitoringCall() method. The target of the call is
the current agent (Agent object representing the supervisor). StartMonitoringCall() takes an Arguments
object with the CallReference key set to the UniqueObjectID of the call to be monitored. This is
illustrated in the CTIObject.StartMonitoringCall()method.
the current agent (Agent object representing the supervisor). StartMonitoringCall() takes an Arguments
object with the CallReference key set to the UniqueObjectID of the call to be monitored. This is
illustrated in the CTIObject.StartMonitoringCall()method.
Barging into Calls
The following sequence diagram illustrates a request to barge into an agent’s call. In this sequence
diagram, the supervisor application is divided into four components to illustrate the different events that
affect the different pieces of a supervisor application.
diagram, the supervisor application is divided into four components to illustrate the different events that
affect the different pieces of a supervisor application.
Figure 4-9
Sequence Diagram for Barging into an Agent’s Call
Once Agent.StartMonitoringCall() is called for a specific call, the application begins receiving
SupervisorButtonChange events. When a call is being monitored, the SupervisorButtonChange event
can carry a bitmask indicating that the call can be barged into. To barge-in on a call, the application calls
the Agent.SuperviseCall() method. The target of the SuperviseCall() method is the current agent (the
agent object that represents the supervisor). The parameter to the method is an Arguments object with
the following key/value pairs:
SupervisorButtonChange events. When a call is being monitored, the SupervisorButtonChange event
can carry a bitmask indicating that the call can be barged into. To barge-in on a call, the application calls
the Agent.SuperviseCall() method. The target of the SuperviseCall() method is the current agent (the
agent object that represents the supervisor). The parameter to the method is an Arguments object with
the following key/value pairs:
Table 4-11
Agent.StartMonitoringCall Parameter
When successfully calling this method, the application receives many events since this method not only
changes the state of the monitored call, but also delivers a call to the supervisor which changes the
supervisor’s state. When an OnButtonEnablementChange event is received, be sure to check the
changes the state of the monitored call, but also delivers a call to the supervisor which changes the
supervisor’s state. When an OnButtonEnablementChange event is received, be sure to check the
Key
Value
AgentReference
The UniqueObjectID of the currently monitored agent
CallReference
The UniqueObjectID of the currently monitored call
SupervisoryAction
The value 3. For the .NET CIL, this is
SupervisoryAction.eSupervisorBargeIn
SupervisoryAction.eSupervisorBargeIn